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Difficulty: MediumDocumentation and Ticketing System Workflows

A help desk technician receives a desktop computer for repair from the finance department. To resolve a persistent hardware network fault, the technician installs a new PCIe network adapter card. After confirming that the system successfully connects to the local network and passes all functional testing, which of the following documentation actions should the technician perform in the ticketing system before closing the ticket?

  1. Record the new network adapter's MAC address and serial number in the ticket resolution notes and update the asset management database entry.Answer
  2. B
    Mark the ticket as resolved immediately without adding technical details since physical network connectivity has been verified.
  3. C
    Escalate the ticket to Tier 2 support so they can verify that the network adapter drivers were installed correctly.
  4. D
    Submit a formal change advisory board (CAB) change request to document the hardware replacement after closing the ticket.

Answer

Record the new network adapter's MAC address and serial number in the ticket resolution notes and update the asset management database entry.
The correct action is to record the new hardware details—specifically the new MAC address and serial number—in the ticket resolution notes and update the organization's asset management database. Complete documentation ensures that network security access control lists (such as MAC filtering or DHCP reservations) can be updated and that hardware inventory records remain accurate.

Step-by-Step Solution

1
Identify necessary documentation details for hardware replacements
Determine that replacing a network adapter changes hardware inventory data and system identifiers (such as MAC address and serial number).
Accurate service desk documentation requires tracking hardware changes to maintain configuration management compliance.
2
Log resolution details in the ticketing system
Record explicit technical resolution notes including specific device details and diagnostic steps.
Complete resolution notes allow other technicians to reference historical issue patterns and solutions in the knowledge base.
3
Update the associated inventory/CMDB records
Ensure the asset tracking system reflects the newly installed network card's serial number and updated MAC address.
Asset management and ticketing workflows must remain synchronized to ensure valid network access control and lifecycle tracking.

Key Concept

Complete Incident Documentation and Asset Inventory Updates
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Topics

Documentation and Ticketing System Workflows

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